Industry:
Business Process Outsourcing (BPO)

Segment:
Customer Contact Center

Job Family:
Customer Care (Non-Voice)

Job Role:
Customer Care (Non-Voice) Executive

Indicative Role Titles:
Customer Service Associate, Customer Service Representative, Customer Care Executive,
Customer Support Representative, Back Office Agent, Web Chat Advisor

Role Description:
The job involves the resolution of client queries and cases accurately and in accordance with agreed client and company procedures over email or web-chat. The responses are mostly made on pre-existing email templates or over customized emails in case of slightly complex queries/situations.

Required Interactions:

Internal Stakeholders:

-Supervisor/Floor In-charge
-Team Members
-Line Managers

External Stakeholders:
-Client/Customer

Job Accountabilities:

-Record and categorize queries accurately using the organization’s query resolution tool
-Access the organization database and/or query resolution handbook to look for a standard solution to queries
-Respond to client queries using pre-existing standardized email templates/chat responses or through customized message, if possible
-Escalate complex and unresolvable queries to relevant teams/personnel as per guidelines

Technical Competencies:
-Data Entry & Documentation
-Information Technology Literacy
-Customer Support

Personal Characteristics:
-Analyzes Information
-Focuses on Customers
-Generates Solutions
-Multitasks

Qualifications & Training:

Essential Qualification:

-High School, Diploma Holder or Graduate Degree in any discipline

Indicative Certifications & Trainings:
-Remote communication, understanding client’s requirements, computer skills, etc.
-MS Office, MS Excel, CRM, Soft Skills, Typing Skills
-Specific training on the organization’s products and/or services

Indicative Years of Experience:
-0-1 year of work experience/internship in relevant areas